Jennifer: "What we have here is an IT problem." Our business team actually said this as we started a meeting last week. That was their formal definition of the problem, as though they'd put it through some scientific analysis and that was the result. Come on! Even though they signed off on both the application specifications and the SLA, I knew what was causing them to feel this way: As far as they are concerned, IT has a history of not delivering, and this was just another example of poor service.